Manually Logging a Ticket

Agents are able to create tickets from within Zoho Desk either to capture requests that did not come into the regular channels set up (such as if the team member raises a request over the phone).

In these instances, it is still necessary to ensure a ticket is created and appropriately tied to a contact so that requests are traceable and allow the team member to track their ticket's status over time.

      

Zoho Desk provides an intuitive Add Ticket interface that allows you to quickly log a ticket. Here are the steps to add a ticket:

1. From the Tickets module, hit the  sign located in the top toolbar. 
2. Specify the appropriate Department, where the ticket should belong to. 
3. Enter the requestor's Contact Name. You can select from the suggested contacts if the requestor is an existing user.
4. Enter the requestor's Account Name. The account name field is auto filled when you've chosen, a suggested contact that has an account associated with it.
5. Enter the requestor's Email Address and Phone. The email and phone fields are auto-filled when you've chosen, a suggested contact that has these details.
6. Enter the Subject of your ticket besides, other ticket properties that add context to the customer's request.
7. Click Submit. 

The customer will receive an email acknowledgment with their ticket ID and other related information. 

Note:

• You can add attachments while you create a ticket. Though you could upload multiple files, make sure that each of that file is within the size of 20 MB.
• When an agent creates a new ticket, it defaults to the agent/submitter as its owner.

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